New Relic integration#

IncidentRelay accepts New Relic issue notifications from Alerts → Workflows through a native incoming route.

Endpoint:

CopyPOST /api/integrations/new-relic

Create the IncidentRelay route#

Create a route with:

CopySource: New Relic

The default grouping field for a new New Relic route is:

Copy["new_relic_issue_id"]

Attach the required notification channels, save the route, and copy its intake token.

Configure the New Relic webhook destination#

In New Relic, open Alerts → Destinations, create a Webhook destination, and use:

Copyhttps://incidentrelay.example.com/api/integrations/new-relic

Enable Bearer Token authorization and use the IncidentRelay route intake token as the token value.

Then create or edit an Alerts Workflow, select the webhook destination, and use the following JSON message template:

Copy{
  "issue_id": {{json issueId}},
  "title": {{json issueTitle}},
  "state": {{json state}},
  "status": {{json status}},
  "priority": {{json priority}},
  "issue_url": {{json issuePageUrl}},
  "condition_name": {{#if accumulations.conditionName}}{{json accumulations.conditionName.[0]}}{{else}}null{{/if}},
  "policy_name": {{#if accumulations.policyName}}{{json accumulations.policyName.[0]}}{{else}}null{{/if}},
  "entity_guid": {{#if entitiesData.entities.[0].id}}{{json entitiesData.entities.[0].id}}{{else}}null{{/if}},
  "entity_name": {{#if entitiesData.entities.[0].name}}{{json entitiesData.entities.[0].name}}{{else}}null{{/if}},
  "entity_type": {{#if entitiesData.types.[0]}}{{json entitiesData.types.[0]}}{{else}}null{{/if}},
  "labels": {{#if accumulations.rawTag}}{{json accumulations.rawTag}}{{else}}{}{{/if}}
}

Use Send test notification in New Relic before activating the workflow.

Lifecycle and deduplication#

issueId is the preferred identity. The recommended template maps it to issue_id, and IncidentRelay uses it as both the external id and deduplication key.

This means notifications for the same New Relic issue update one IncidentRelay alert instead of creating a new alert for every workflow update.

Resolved-like values are mapped to resolved:

Copyclosed
resolved
recovered
inactive

Other issue states remain firing. A non-empty issueClosedAt field in a native/custom payload is also treated as resolved.

Severity mapping#

IncidentRelay maps New Relic issue priority/severity directly through the common severity normalizer:

If neither priority nor severity is present, the event uses info.

Labels#

The recommended template sends accumulations.rawTag as labels. New Relic tag values can be arrays; IncidentRelay flattens each label to its first non-empty value so it can be used by matchers.

IncidentRelay also adds normalized metadata labels:

Copynew_relic_issue_id
new_relic_condition
new_relic_policy
new_relic_entity_guid
new_relic_entity_name
new_relic_entity_type
new_relic_priority
new_relic_state
new_relic_status
event_link

A team or oncall_team label can select a team through the normal routing behavior.

Native Workflow payload compatibility#

The normalizer also accepts common native New Relic fields directly, including:

CopyissueId
issueTitle
issuePageUrl
priority
state
status
accumulations.conditionName
accumulations.policyName
accumulations.rawTag
entitiesData.entities
entitiesData.types

A custom template is still recommended because it makes the integration contract explicit and easier to troubleshoot.

Test request#

Copycurl -X POST 'https://incidentrelay.example.com/api/integrations/new-relic' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer ROUTE_TOKEN' \
  -d '{
    "issue_id": "issue-example-1",
    "title": "API latency is high",
    "state": "ACTIVATED",
    "status": "CREATED",
    "priority": "CRITICAL",
    "issue_url": "https://one.newrelic.com/redirects/issue/issue-example-1",
    "condition_name": "API latency",
    "policy_name": "Production API",
    "entity_name": "checkout-api",
    "labels": {
      "environment": "production",
      "service": "checkout",
      "team": "sre"
    }
  }'

Send the same issue_id with:

Copy{
  "state": "CLOSED",
  "status": "CLOSED"
}

to resolve the existing alert.

Troubleshooting#

• 401 Route intake token is required: verify the Bearer Token configured on the New Relic webhook destination.
• 400 Route source must be new_relic: the token belongs to a route with another source.
• Open and close create separate alerts: make sure every workflow notification sends the same issueId as issue_id.
• Route/service matching does not work: inspect normalized labels in Alert details and compare them with the matcher.
• The webhook template cannot be saved: use New Relic's preview and make sure the rendered template is valid JSON.